Spa Manager

2 weeks ago

Westerly, Rhode Island, United States Ocean House Full time
Job Summary

At Ocean House, we are seeking a highly skilled and experienced Spa Manager to join our team. As a key member of our spa leadership team, you will be responsible for overseeing all aspects of spa operations, including the fitness center, pool, and wellness programming.

Key Responsibilities
  • Lead the spa associates to deliver optimal guest experiences.
  • Thorough knowledge of treatment protocols and retail knowledge.
  • Maintain, instruct, and have thorough knowledge of Forbes and OH standards.
  • Assist the Spa Director in recruitment, marketing, and financial tasks to reach the department goals.
  • Monitor schedules, payroll timecards, run payroll reports and ensure compliance with all regulations.
  • Manage inventory effectively; follow purchasing standards, submit invoices, track expenditures; ensure compliance.
  • Maintain and update all necessary internal and external signage.
  • Consistently develop and grow retail sales through training, tools, and monitoring.
  • Monitor customer satisfaction with surveys, focus groups and comment cards.
  • Anticipate, identify, and ensure customer needs are being met in the best possible way.
  • Guide staff to become caring problem solvers, cooperative, accommodating, and fair.
  • Exhibit a professional attitude, diplomacy, and an ability to manage difficult situations.
  • Assist with escalated guest concerns to own and resolve issues to guest satisfaction.
  • Establish levels of empowerment for the team to utilize for customer complaint handling.
  • Implement ongoing skills training to ensure service standards are being upheld.
  • Perform Staff Evaluation Reports with proposed action plans.
  • Create a motivating environment of sincerity, warmth and fun for staff and guests.
  • Maintain an up-to-date version of the Spa Procedure Manual and ensure compliance.
  • Ensure all equipment is maintained in good working order.
Requirements
  • Have a college degree in hospitality management, professional Spa licensure or equivalent work experience, preferably at a luxury, five-star property.
  • Be well-versed in the standards set by Forbes, AAA, and Relais and Chateaux
  • Ability to communicate clearly and effectively across all departments.
  • Excellent interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Advanced verbal and written communication skills in English and the ability to work with a wide range of constituencies in a diverse operation.
  • Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
  • Uphold the Company standards, policies, and procedures.
  • Prioritize and organize tasks and work area.
  • Ability to remain calm and resolve problems using good judgement as interpreted by the management.
  • Follow directions.
  • Collaborate cohesively with co-workers as part of a team.
  • Maintain confidentiality of guest/employee information and pertinent hotel data

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